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CFA Customer Service Team Leader

Company: AIG
Location: Houston
Posted on: January 16, 2022

Job Description:

Who we are
American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.Get to know the business
AIG Travel Guard is a p rovider of travel insurance plans and assistance services covering travelers worldwide through each of the 7 centers we have in different parts of the world. From our service center based in Houston, TX we provide support to North American based insureds.AIG Travel Guard The plans offer coverage for vacation and trip cancellation, travel interruptions and delays, emergency medical and health expenses, lost baggage and more. We provide support to both leisure and corporate travelers all around the globe. Recently, AIG Travel Guard was awarded top honors by Forbes Advisor in their Best Travel Insurance Companies list for consumers. Out of 15 travel insurance companies ranked by the financial news outlet, AIG Travel came in first.About the role
Supports and Leads Customer Service Coordinators in the diligence of the duties they perform in providing emergent assistance to travelers abroad who need personal care and emergency relief. This is a challenging and rewarding position where the applicant will be able to put his/her problem solving, analytical and customer service skills to use every day.We want to hear from you today if you can:

  • Assist with delegating team member work assignments, daily activities, and schedules
  • Resolve customer inquiries based upon a complaint and/or escalated call
  • Assist in the determination of work procedures
  • Work on a flexible schedule
  • Assists with the monitoring of team member knowledge on products, services, and policies
  • Provide omnichannel assistance to customers when travel emergencies arise including medical support, trip interruption, liability, repatriation, and general customer service
  • Utilize appropriate resources to provide medical referrals as requested by customers.
  • Coordinate casework regarding travel emergencies related to an insured's emergent condition
  • Work with claims to assist the customer with their benefit inquiries
  • Actively participate in team, department, and center-based meetingsWhat we are looking for
    • Bachelor's degree or equivalent work experience
    • Demonstrated experience in a call center environment, preferably with international travel exposure
    • Demonstrated personal expertise and knowledge in emergency/critical case coordination
    • Demonstrated personal expertise in presentation, training, and teaching skills
    • Must possess clear, concise, and professional verbal and written communication abilities
    • Must have mastery level proficiency in English
    • Bilingual preferred, but not required
    • PC skills: O365, MS Teams
    • Ability to work under pressure and as part of a team
    • Good verbal and written communication and leadership skills
    • Must be able to function with a high degree of independent judgmentEmployment at AIG Travel in HoustonThis is a full-time overnight shift position. (9pm to 7am, 10 hour days, 4 days per week) We are a 24/7, 365 operation thus weekends and holiday work is required. W e offer generous shift differential from 4pm-12a (10% increase) or from 12p-8a (15%).AIG Travel offers a first-class benefits package to their employees, and all benefits begin on day one of employment. A partial list of benefits include:
      • Paid Time Off (AIG recognizes the importance of work life balance). We offer 24 PTO days to start. Yes, 24!
      • A 401(k) Retirement Plan which will be HARD TO BEAT. Our 401K - $1 for $1 match up to 6% with immediate vesting, plus AIG automatically contributes an additional 3% in to your 401K regardless of if you enroll or not
      • Competitive Medical, Dental and Vision insurance plans
      • Our "Giving Back" policy is at the core of our daily operations and guides our future progress. Don't believe us? We put our money where our mouth is! AIG, will give you up to 16 hours a year paid time off to volunteer in the community.We are an Equal Opportunity EmployerAmerican International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its' policies and procedures reflect this commitment. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories such as sexual orientation. At AIG, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.To learn more please visit: https://www.aig.com/about-us/diversity-equity-and-inclusionWe are an Equal Opportunity EmployerAmerican International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its' policies and procedures reflect this commitment. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories such as sexual orientation. At AIG, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.To learn more please visit: https://www.aig.com/about-us/diversity-equity-and-inclusionAIG is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to candidatecare@aig.com . Reasonable accommodations will be determined on a case-by-case basis.Functional Area:OP - OperationsEstimated Travel Percentage (%): No TravelRelocation Provided: NoAIG Travel Assist, Inc.

Keywords: AIG, Houston , CFA Customer Service Team Leader, Hospitality & Tourism , Houston, Texas

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